Return & Refund Policy

We want you to love your gemstones and spiritual essentials. If something isn’t right, here’s how returns and refunds work at Matsya Gems.

Return Window

Items can be returned within 14 days of delivery, provided they are unused, unworn, and in their original packaging with all tags and certification documents (if provided) intact.

How to Start a Return

Contact us at matsyaglobalau@gmail.com or WhatsApp us at +61 478 088 893 with your order number and reason for return. We’ll guide you through the process and confirm whether your item is eligible.

Non-Returnable Items

For hygiene and product-integrity reasons, the following items cannot be returned unless faulty or damaged on arrival:

  • Loose gemstone beads once opened from sealed packaging
  • Custom or made-to-order items (e.g. personalised malas or bracelet kits assembled to your specifications)
  • Items marked as final sale or clearance

Damaged or Incorrect Items

All gemstones are certified authentic. If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the item and packaging, and we will arrange a replacement or full refund at no additional cost to you.

Refund Process

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your bank or card provider’s processing times.

Return Shipping Costs

If the return is due to a change of mind, the customer is responsible for return shipping costs. If the item is faulty, damaged, or incorrect due to our error, we will cover the cost of return shipping or arrange a prepaid label.

Exchanges

We currently offer exchanges only for defective or damaged items. To exchange an item, contact us at matsyaglobalau@gmail.com and we will arrange the details.

Your Consumer Rights

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Need Help?

For any questions about returns or refunds, contact us at matsyaglobalau@gmail.com or WhatsApp +61 478 088 893.